NICE inContact CXone Reviews in June 2025: User Ratings, Pros & Cons

NICE inContact phone system ranks #1

NICE inContact phone system is hands down leading the way in contact center software. Whether you are using it as a contact system or full out softphones, it makes life so much easier for all operators.

Nice inContact is tops in it's class

Nice inContact is tops in it's class! I only see room for improvement on the admin side of things, with Studio and the inContact admin portal the processes are convoluted. It needs to be more streamlined.Thank you.

InContact has improved over the last 18…

InContact has improved over the last 18 months and become more stable than it used to be. CX One is an improvement over the prior interface.

Comprehensive Call Center Solution

inContact CXOne is a comprehensive and complete call center solution. It provides custom reporting, advanced workflows via inContact Studio, softphone for desktop, and much more. It really is an all-in-one package for call centers.

My Experience With inContact

inContact does great at our Service Desk. It helps us route calls and emails and also enables us to keep track of holding calls. There are rarely any issues with the platform and it enables us to do our jobs easily! It is the best call routing software I have worked with thus far. I would recommend it to all Service Desks

Pros/Cons

Pros:- Very speedy customer service team. Any time I have any questions Kurt and his team have been almost immediate in their email responses.- Scaling with IC is pretty easy with regards to purchasing/installing additional phones etc for new agents.Cons:- Often there will appear to be a call in the call queue, however it is not a real call, it's just a bug in the system. These can seem like you have busier volume/Q times when in reality there was no call whatsoever.

User friendly

My company uses this product to route calls among multiple call center locations. We find it pretty easy to use, with few outages or issues.

They need to improve their Support and…

They need to improve their Support and tech.

NICE InContact Feedback

As a supervisor for a medium sized helpdesk, I find that we've had mixed but overall positive results with this particular ACD.Positives: Quick access to metrics. A plethora of options (bar graphs, pie charts, etc.) to show/extrapolate data. Ease of login/password administration. Fairly robust. Responsive support when we run into issues. Needs Improvement: Lack of reporting options (we are unable to find a report that can show our analysts' real-time interactions; we can only view that data ...

It's pretty great

It's pretty great! Our implementation was a bit rocky, but we feel like we've really figured it out now. The biggest things I wish were different involves the ANI accurately showing for some calls, but these are not something NICE can fix; it's a limitation in how our calls forward from the rest of our organization that is not using NICE. Our account rep is great and we've always gotten the support we need. Looking forward to Interactions 2020!